Edgars Charging an airtime subscription but not issuing airtime.

a week or so ago i went into an edgars store to close my account. Upon reviewing my statement i realized i was being charged an airtime subscription without actually receiving the airtime. I called into the contact center and advised that I am being charged for an airtime subscription without ever receiving airtime FOR YEARS!!. I advised that i want a refund and the lady i spoke to over the the contact center stated she will cancel the subscription and advised that she will put a refund through. I inquired with her over the phone several times that should she submit the cancellation will the refund be affected? she stated a categorical NO! that the refund wont be affected. She further stated that I will receive feedback in 6 working days, till this day no feedback, it has now been over 2 weeks!!

I since received a cancellation reference number for the airtime subscription cancellation but no news on the refund Reference number: edc*******

I need answers as soon as possible, charging a client for a benefit and not granting the benefit is simply immoral and ********* business practice. I NEED FEEDBAC****!!